Case Studies

Customer Profile

Skincare experts for babies and mothers-to-be since 1950, Mustela offers a complete range of specially formulated skincare to best address the changes in the delicate skin of newborns, babies, children, mothers-to-be and new mothers.

Market:

U.S.

Industry:

Skin and personal care products

Challenge:

Provide large scale distribution capabilities along with specialized “boutique” services such as hand assembly of kits.

"The MAI team displays a high degree of flexibility in
working with Mustela to meet our customer’s needs. This has been a contributing factor to our success in growing in both the US and Canada. Active and forward thinking by MAI has resulted in not only money and time savings, but in fostering great customer relationships with our retail customers. We’re pleased to have such a proactive partner working with us to grow our business.”
Amie Youngs, Senior Logistics Manager, Mustela USA

MUSTELA CONTINUED USA

SCENARIO

Expanscience Laboratories dba Mustela USA was looking for a partner to serve as the distribution center for its infant and mother-to-be skincare products in North America and Canada. The selected partner had to be large enough to handle the growing volume of shipments to Mustela
customers, yet flexible enough to provide specialized services such as hand assembly of gift assortment kits that are unique to individual
retailers such as:

Babies ‘r Us

Nordstrom

Buybuy Baby

Saks

Sephora

APPROACH

Working closely with Mustela USA, MAI developed the protocol for receiving and storing Mustela products. MAI’s responsibilities encompass:

Receiving and warehousing Mustela products

Inventory rotation by lot code (expiration dates)

Pick/pack/ship orders for US and Canada

Managing Canada-specific packaging requirements

Hand assembly of various retailer gift pack kits

EDI customer transactions

On average, MAI ships more than 1,200 packages to Mustela customers per month via UPS and FedEx, as well as additional LTL and FTL
shipments.

Company Address

Client TESTIMONIALS

"The Bridgestone Firestone purchase resale program was initiated in 2000. The main objective of the program was to provide automotive dealerships, muffler and brake shops and general service stations with the support tools they needed to sell Bridgestone Firestone tires to end users."
- Bridgestone Americas

"We rely on MAI, an established provider of call center and fulfillment services, to deliver efficient service and unparalleled customer satisfaction. MAI has proven to be an excellent outsourced solution and a true business partner. The company’s background in marketing communications and brand support ensures we are being represented at the highest level possible."
- Tim Holody, Seta Corporation

"MAI recently completed its fifth season as Figi’s outsourced call center partner. We have gained incremental efficiencies year-over-year with regard to the program ramp up – not only from a human resources perspective, but from a technology and telephony standpoint as well."
Darcy Tudor, VP & Program Manager, MAI - Figi’s Gifts in Good Taste

"MAI developed, produced and monitored a direct mail initiative on behalf of ColeTaylorBank which has served the needs of Chicago area business for more than seven decades. The program achieved a 1% response rate and resulted in a sizable new account win, as well as valuable exposure to a group of highly targeted prospects."
- Cole Taylor Bank

"MAI had the I-PASS customer service/transponder fulfillment program up and running in half the time originally projected for start up. Within 90 days, call volumes increased 250% in response to a planned increase in tolls for customers without I-PASS transponders. Because MAI built the program for scalability, the increased demands were quickly taken in stride."
- Illinois Tollway Authority

"The information collected was invaluable in developing an advertising campaign that exposed the realities of the issues surrounding the‘health services’ provided by Planned Parenthood. I had the opportunityto monitor the survey calls on several occasions and was impressed with the Marketing Alternatives staff members assigned to our project. The interviewers were polite, respectful and very professional."
- Steven Brody, Executive Director, Dubuque County Right to Life

"MAI has always provided good reporting and it just keeps getting better. My team loves it. The best part is, they realize the relevance and value of the information that is now available and it’s being used to strengthen and improve our business."
- Nancy Barbee,
Assistant Marketing Manager,
Domino Foods, Inc.

"Firestone Complete Auto Care customers enjoy the convenience of scheduling service appointments online thanks to MAI’s creative thinking and outstanding IT capabilities. Not only do customers enjoy a higher level of service, we are now able to identify – and resolve – store issues that have resulted in lost opportunities in the past."
- Jim Stahulak,
Manager, Database/Internet Marketing, Firestone

"Shipping product to customers quickly and accurately is a vital part of our business. MAI takes great care of all of our shipping needs, so I can focus on everything else that needs to be done. When we have a shipment with special requirements, we always know MAI will handle it without a problem."
- Christy Kaskey, Owner,
Kaskey Kids, Inc.

"MAI conceived, designed and produced the Mohawk Tile Bottega within-a-store program. From creative through warehousing, fulfillment and installation, MAI acted as a single-source partner to make this concept materialize into reality."
- Mark Lorberbaum, Mohawk Industries

"MAI’s flexibility was a contributing factor to Mustela’s success in growing its business in the U.S. and Canada. Their active and forward thinking saved time and money while fostering great relationships with our retail customers."
- Amie Youngs, Senior Logistics Manager, Mustela US

"Excellence is the standard at Standard Coffee and we expected no less from our partnership with MAI. We’ve heard only positive feedback about them from the Standard Direct customer base – they truly handle our business as if it was their own."
- Stanley W. Eilers, Standard Coffee

"The lead qualification program MAI put together for Wilsonart Flooring helped our sales team enormously with time management. By prioritizing the leads, salespeople could focus on the strongest opportunities which, in turn, helped close more sales."
- Tammy Weadock, Wilsonart Flooring

Subscribe for MAI Updates

If you would like to receive periodic news from MAI, please click here to subscribe to be added to our email distribution list.